This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/11664162 WHO WE ARE

Want to work at a company committed to enabling economic growth through predictive cloud software? Do you want to get in on the next phase of growth for a software company with an amazing brand legacy and over 1,000 customers?

At IMPLAN, we enable consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts and most importantly, how to leverage them.

We have been around for over 35 years and are entering the next phase of growth fueled by our cloud software platform. Reception has been exceptional, we have an excellent lead investor, and we are ready to accelerate!

JOB DESCRIPTION

We are currently looking for a Customer Success Manager (CSM) with a passion for providing hands-on software and economic analysis support to clients. IMPLAN has a team of CSMs that are individually assigned clients and who personally serve as their primary support resource. CSMs play a pivotal role in ensuring clients success and satisfaction with IMPLAN as both a product and a company on a daily basis. This person is expected to deliver customer outcomes by developing a clear adoption and retention strategy for the clients in the verticals assigned to them.

PRIMARY RESPONSIBILITIES

The Customer Success Manager will be required to develop a deep understanding of IMPLAN data and all IMPLAN products. The position requires a passion for supporting our product and fostering relationships with clients, while effectively promoting sales retention and encouraging revenue growth. Their commitment to customer success is evidenced by their attention to clients needs, their provision of accurate and relevant solutions, and their fostering of meaningful business relationships. This candidate is also a flexible individual who excels in an open and fast-paced team environment, can work on multiple concurrent projects across the organization, and is an excellent communicator.

Become a subject matter expert on the application and the analytical needs and challenges of clients throughout the academic vertical

Onboard all new customers in the academic vertical by providing thorough and personalized orientation with regards to using the IMPLAN software

Establish and maintain relationships with all academic clients in the including from the individual contributor to the senior management

Achieve and maintain the target renewal retention

Provide ongoing analytical support to clients across multiple communication platforms, including phone, e-mail, video conferencing, and the IMPLAN support ticketing system

Successfully balance taking incoming orders and managing a high rate of renewals

Identify expansion opportunities (upsell/cross sell) to grow customer spend

Partner with the Education, Product, Marketing, and Data teams and serve as the voice of the customer

REQUIRED SKILLS & EXPERIENCE

Ability to multi-task and work with multiple software platforms simultaneously

Strong skills in logic and problem solving, conceptual thinking, and deductive reasoning

Strong research skills and experience with complex analytical problem solving

Comfort with sales and upselling techniques

Ability to communicate easily with professors, researchers, and university staff

Excellent verbal and written communication skills

Comfort and familiarity with a team-based work environment

Ability to self-direct and prioritize with minimal supervision

Willingness to adapt and be challenged

Proficiency with Microsoft Office and Google Suites

Fluency in English

DESIRED SKILLS & EXPERIENCE

Experience in a software customer success, sales, or customer service position and a history of providing customer support

Experience using the IMPLAN software or an nderstanding of input-output modeling and social accounting matrices

Experience with Salesforce CRM, Zendesk, and Pendo

Familiarity with web meeting tools, including RingCentral, Zoom, Microsoft Teams, Google Meet

Foreign language skills

REQUIRED EDUCATION

Completion or nearing completion of a Masters degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related field

OTHER DUTIES

Please note this job description is not designed to cover or contain an exhaustive list of activities, duties, or responsibilities required of the role. Additional responsibilities and duties may change a) at any time and b) without notice.

WHAT WE OFFER

At IMPLAN, we have crafted a collaborative and welcoming workplace focused on achieving the specific goals laid out by our community. We are always seeking agile, engaged, and high caliber people to join our team. We offer a comfortable office environment, free snacks and drinks, company social outings, and a workweek that ends at 3 p.m. on Fridays. Benefits offered include:

Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insurance

Flexible Spending Accounts

Retirement 401k plan with Company Match

Gym Membership Reimbursement

Paid Time Off and 10 Company Paid Holidays

To be considered for this position, please submit your resume to https://recruiting.paylocity.com/Recruiting/Jobs/Details/2019233.

All qualified applicants will recei